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Frequently asked questions
Cancel Hiya: The Right Way to Avoid Charges
How to cancel Hiya and stop charges in the philippines
What Hiya is and why cancellation matters
Hiya is a caller ID and spam-blocking app that identifies incoming calls and filters unwanted numbers from reaching you. The service offers a free version with basic features, but the paid tier-Hiya AI Phone Premium-costs ₱564 per month or ₱2,824 per year. Many users in the Philippines download Hiya for the free trial, forget to cancel before the paid subscription activates, and then struggle to stop the charges because the cancellation process is not transparent. At Yafee, we help consumers understand their rights and navigate subscription cancellation with confidence and clarity.
How Hiya charges work and where your billing happens
Hiya operates through three separate billing channels, and understanding this distinction is critical before you attempt to cancel. Your subscription may be active through your web account, the Apple App Store, or Google Play, depending on how you signed up. Cancelling in the wrong place will not stop your charges-this is the most common mistake users make.
If you subscribed through the app on your iPhone or Android device, Apple or Google handles the billing, not Hiya directly. If you signed up via the Hiya website, your payment is tied to your web account. Each platform has its own cancellation process, and you must cancel on the platform where you subscribed in order to stop the charges.
The free trial and automatic renewal cycle
Hiya advertises a free two-week trial to new users. During those 14 days, you get full access to premium features at no cost. If you do not cancel before day 14 ends, your payment method gets charged automatically. The renewal happens silently; Hiya sends no warning notification on the charge date and assumes your silence means consent. For Filipino users, this creates real financial pressure, especially if you forgot about the trial or did not realise the app would charge automatically.
Your consumer rights under philippine law
The Philippines has strong consumer protection laws that apply directly to Hiya and all subscription services operating in the country. Your rights are backed by the Consumer Act of the Philippines (Republic Act No. 7394), which gives you specific remedies if the company does not cancel cleanly or continues to charge you without authorisation.
What the consumer act of the philippines says about your subscription rights
Under Republic Act No. 7394, you have the explicit right to cancel a service and stop being charged. The law requires companies to make cancellation as easy as signup, and it protects you against unauthorised billing. If Hiya charges you after you have cancelled, that is a direct violation of your consumer rights under Philippine law.
The act also requires the company to honour your cancellation request within a reasonable timeframe-typically within 7 to 14 days. If Hiya claims they need weeks to process your request, that is not acceptable. You must document everything: your cancellation request, the exact date you submitted it, and any confirmation you receive.
Your legal position when cancelling Hiya
You have the right to:
- Cancel your subscription at any time, with immediate effect or notice as specified in the service terms
- Receive confirmation of cancellation within 7 to 14 days
- Stop being charged after your cancellation date
- Demand a refund for any unauthorised charges after cancellation
- Escalate your complaint to the Department of Trade and Industry (DTI) if Hiya refuses to comply
If Hiya continues to charge your payment method after you have cancelled, you can file a formal complaint with the DTI Consumer Protection Division. The burden is on Hiya to prove they received your cancellation request and honoured it within the legal timeframe.
Where and how to cancel your Hiya subscription
Cancellation methods depend entirely on where you signed up, and you must follow the correct path for your specific subscription channel. Yafee recommends checking your original confirmation email or your payment statements to identify which platform handles your billing.
Cancel Hiya through the web account (if you signed up on the website)
- Visit the Hiya website and log into your account with your email and password
- Navigate to the Account Settings or Subscription Management section (usually under "My Account" or "Billing")
- Locate the "Manage Subscription" or "Cancel Subscription" link
- Click the cancellation option and confirm that you want to cancel
- Hiya may show you a retention offer or ask for feedback-you can decline or skip this
- Do not click "Pause" or "Suspend" unless you intend to restart; select "Cancel" instead
- Save or screenshot the cancellation confirmation page immediately
- Check your email for a confirmation message from Hiya within 24 hours
Cancel Hiya through the apple app store (if you signed up on iPhone)
- Open the Apple App Store on your iPhone or iPad
- Tap your Apple ID profile icon in the top right corner
- Select "Subscriptions" from the menu
- Find "Hiya" in your active subscriptions list
- Tap "Manage" next to Hiya
- Select "Cancel Subscription" at the bottom of the screen
- Apple will confirm the cancellation date and show you when your access ends
- Your current billing period will remain active until the end date; you will not be charged again after that date
- Take a screenshot of the cancellation confirmation
Cancel Hiya through google play (if you signed up on android)
- Open the Google Play Store app on your Android phone or tablet
- Tap your profile icon in the top right corner
- Select "Manage subscriptions"
- Find "Hiya" in your list of active subscriptions
- Tap on "Hiya"
- Select "Cancel subscription" or "Unsubscribe"
- Google will ask you to confirm and may show a retention offer-decline if you wish to proceed
- Your access will end on your current billing cycle's end date
- Screenshot the cancellation screen for your records
Contact Hiya support directly via email
If you cannot locate the cancellation option in your account or if the web, Apple, or Google cancellation does not work, contact Hiya support directly. This step provides a documented record of your cancellation request, which is essential if a dispute arises.
- Send an email to [email protected] with the subject line "Subscription Cancellation Request"
- Include the following information in your message:
- Your full name and the email address associated with your Hiya account
- Your account ID (if visible in your account settings)
- The date you want to cancel (typically "immediately" or "effective today")
- A request for written confirmation of cancellation
- Send the email from the address linked to your Hiya subscription
- Save a copy of the email you send and the date you sent it
- Wait for a response within 7 to 14 days-this is the legal standard under the Consumer Act of the Philippines
Pricing and subscription options for Hiya
Understanding the costs involved helps you confirm whether you are paying the right amount and identify any unauthorised charges after cancellation.
| Plan type | Monthly cost | Annual cost | Features included |
|---|---|---|---|
| Hiya Free | Free (₱0) | Free (₱0) | Basic caller ID, limited spam blocking |
| Hiya AI Phone Premium | ₱564 | ₱2,824 | Full caller ID, advanced spam blocking, call recording (where legal) |
If your billing statements show charges higher than ₱564 per month or ₱2,824 per year, investigate immediately. You may be paying through multiple platforms (web and app simultaneously), or Hiya may be applying a promotional rate that has expired.
What happens after you cancel
Cancellation does not happen instantly in all cases, and understanding the timeline helps you confirm that the process is complete.
The cancellation timeline
When you cancel through the Apple App Store or Google Play, your subscription ends on the last day of your current billing cycle. You keep full access to premium features until that date, then access reverts to the free version. You will not be charged again after the cycle ends.
When you cancel through the Hiya website or email support, the company must honour the cancellation within 7 to 14 days. If your current billing period has not yet ended, Hiya may charge you for that period, but will not renew after it expires. Check your payment method 14 to 21 days after cancellation to confirm no further charges appear.
Check your billing statement after cancellation
Review your bank or credit card statement 2 to 3 weeks after you cancel. Confirm that:
- No new charges from Hiya appear after your cancellation date
- If you cancelled mid-cycle and were charged for the full period, that is standard practice and not a violation
- Any promotional credits or refunds you were promised appear within the timeframe stated
If Hiya charges you after your cancellation date has passed, proceed immediately to the refund and dispute section below.
Claiming a refund for unauthorised charges
If Hiya continues to charge you after cancellation, you have the right to demand a refund under the Consumer Act of the Philippines.
Step 1: send a written refund demand to Hiya
- Compose an email to [email protected] titled "Refund Request for Unauthorised Charges"
- State the following:
- Your account email and account ID
- The date you cancelled (with evidence: screenshot or confirmation email)
- The date(s) of unauthorised charges that occurred after cancellation
- The amount(s) charged
- A clear request for a full refund within 14 days
- Attach screenshots of your cancellation confirmation and your billing statement showing the unauthorised charge
- Send the email from your registered account email address
- Keep a copy of everything you send
Step 2: escalate to your bank or payment provider if Hiya does not refund
If Hiya does not refund you within 14 days of your demand, contact your bank or credit card provider. Request a chargeback or dispute for unauthorised billing. Provide them with:
- Copies of your cancellation confirmation
- Copies of your refund demand email to Hiya
- Your billing statement showing the unauthorised charge
- Evidence that Hiya did not respond to your demand
Your bank can reverse the charge and may open an investigation into Hiya's billing practices. This is a legitimate consumer protection mechanism under Philippine law.
Step 3: file a complaint with the department of trade and industry (DTI)
If your bank's chargeback is unsuccessful or if Hiya disputes it, file a formal complaint with the DTI Consumer Protection Division. The DTI has the authority to investigate subscription billing violations and compel Hiya to refund consumers.
Visit the DTI website (dti.gov.ph) or go to your nearest DTI regional office. File a complaint citing the Consumer Act of the Philippines and provide all documentation: your cancellation proof, your refund demand, and your billing evidence. The DTI will investigate at no cost to you.
Common mistakes when cancelling Hiya
Cancellation is straightforward when you follow the correct steps, but small errors can delay or prevent the process from completing. Here are the mistakes Yafee sees most often.
Mistake 1: cancelling on the wrong platform
If you signed up through the Apple App Store but you cancel on the Hiya website, the cancellation will not stop your charges. Your subscription remains active on Apple's servers, and Apple will continue to bill your payment method. Always identify which platform you used to sign up, then cancel on that exact platform.
Mistake 2: selecting "Pause" instead of "Cancel"
Some subscription services offer a pause or suspend option, which temporarily halts charges but keeps the subscription active. After the pause period ends, billing resumes automatically. If you want to stop Hiya permanently, select "Cancel" explicitly, not "Pause" or "Suspend".
Mistake 3: not saving cancellation confirmation
Always screenshot or save your cancellation confirmation immediately after you submit the request. If a billing dispute arises later, you need proof that you cancelled. Email confirmations can be lost, so visual documentation protects you.
Mistake 4: assuming silence means cancellation
Cancellation does not take effect until you see written confirmation. If you send an email to [email protected] and do not receive a response within 14 days, follow up with a second email. Do not assume the company cancelled your subscription without confirmation.
Mistake 5: deleting the app without cancelling the subscription
Deleting the Hiya app from your phone does not cancel your subscription. The subscription exists on Hiya's servers, and charges will continue. You must cancel the subscription account separately, then uninstall the app.
What to do if Hiya refuses to cancel
If you have cancelled through all available channels and Hiya still refuses to stop charging you, escalation through official channels is your next step. Yafee recommends documenting every interaction for your legal protection.
Document everything before escalating
Collect the following evidence:
- Cancellation confirmation screenshots or emails (with dates)
- All refund demand emails you sent to [email protected] (with dates and content)
- Your full billing statement showing all charges, especially unauthorised charges after your cancellation date
- Any responses from Hiya, or evidence that they did not respond within 14 days
- Your bank or payment provider's records of your chargeback request (if you have filed one)
File a complaint with the department of trade and industry (DTI)
The DTI Consumer Protection Division enforces the Consumer Act of the Philippines and has the power to investigate companies that violate consumer rights. You can file a complaint in person or online at dti.gov.ph. The DTI will contact Hiya, demand a response, and mediate the dispute at no cost to you.
When you file, cite specific violations: failure to cancel within 14 days, unauthorised billing after cancellation, and failure to respond to your refund demand. The DTI takes these complaints seriously and can compel Hiya to refund you and pay penalties.
Key steps to remember when cancelling Hiya
This checklist ensures you complete every step correctly and protect yourself against continued charges.
| Action | How to complete it | Deadline |
|---|---|---|
| Identify your signup platform | Check your confirmation email or payment statement (Apple, Google, or Hiya website) | Before cancelling |
| Cancel on the correct platform | Follow the steps for Apple App Store, Google Play, or Hiya website | As soon as possible |
| Save cancellation confirmation | Screenshot or save the confirmation page and any email receipts | Immediately after cancellation |
| Monitor your billing for 30 days | Check your bank or credit card statement weekly for new Hiya charges | 30 days after cancellation |
| Demand a refund if charged | Email [email protected] with proof of cancellation and unauthorised charges | Within 7 days of noticing the charge |
| Escalate if no response | File a DTI complaint or request a chargeback from your bank | After 14 days with no response from Hiya |
Comparing Hiya with alternative caller ID apps
If you are cancelling Hiya because it does not meet your needs, consider these alternatives available in the Philippines before making your next decision.
| App | Monthly cost | Key features | Cancellation ease |
|---|---|---|---|
| Hiya | ₱564 | Caller ID, spam blocking, call recording | Web, Apple, Google (email support available) |
| TrueCaller | ₱229-₱399 | Caller ID, SMS blocking, call recording | In-app cancellation or web dashboard |
| Built-in Apple/Google blocking | Free | Native spam filtering (no app needed) | No subscription, no cancellation |
| RoboKiller | ₱399-₱549 | AI-powered spam detection, call filtering | In-app settings or website |
Contact information for Hiya support and escalation
When you need to reach Hiya or file a complaint, use these official channels.
Hiya support email
Send all cancellation requests and refund demands to this email address. Hiya operates business hours support in the Philippines, though response times may vary. Always include your account email and request written confirmation within 14 days.
Manage your Hiya account online
Log into your account via the Hiya website and navigate to Account Settings or Subscription Management. This is the fastest way to cancel if you signed up on the web. For Apple App Store or Google Play subscriptions, cancel directly in those apps rather than through the Hiya website.
Escalate to the department of trade and industry (DTI)
If Hiya does not respond or refuses to cancel within 14 days, file a formal consumer complaint with the DTI:
- Website: dti.gov.ph
- Phone: 1-386 DTI (or your regional DTI office)
- In person: Visit your nearest DTI regional office or DTI-CADIC (Consumer Affairs and Dispute Resolution Information Center)
File your complaint citing the Consumer Act of the Philippines (Republic Act No. 7394) and include all proof of cancellation and unauthorised charges. The DTI will investigate at no cost and can compel Hiya to refund you.
Request a chargeback from your payment provider
If your bank or credit card company handles your payment, you can request a dispute or chargeback for unauthorised billing. Contact your bank's customer service and provide proof of your cancellation and the unauthorised charge. Your bank will investigate and can reverse the charge within 30 to 60 days.
Final thoughts on cancelling Hiya safely
Cancelling a subscription app should not require lawyers or days of back-and-forth. The Consumer Act of the Philippines makes it clear: companies must allow you to cancel as easily as you signed up, and they must stop charging you within a reasonable timeframe. Hiya operates under these rules, and you have every right to enforce them.
The most important steps are identifying your subscription platform, cancelling on that exact platform, and saving your confirmation. If charges continue after cancellation, your documentation becomes your shield. Send a refund demand within 7 days, escalate to your bank within 14 days if Hiya does not respond, and file a DTI complaint if necessary.
Yafee has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and understand their consumer rights. If you have cancelled Hiya and still face charges, do not accept silence. Use the DTI complaint mechanism, file a bank chargeback, or seek advice from a consumer protection advocate. Your rights are real, your documentation is evidence, and persistence wins refunds.